Sr IT Desktop Support Specialist - Agency Admin

Family Residences and Essential Enterprises•Bethpage, NY

2d•Onsite

About The Position

The Sr IT Desktop Support Specialist supports FREE’s day-to-day operations and contributes to the growth of its service offering and expansion. The role supports and maintains organizational computer systems, thin clients, desktops, peripherals, and related equipment, including installation, diagnosis, repair, maintenance, and upgrades to ensure optimal workstation performance. The specialist troubleshoots problems in person, by telephone, or through tickets and provides timely, accurate end-user assistance. The role provides on-site analysis and resolution of complex desktop problems, supports Windows operating systems and workstation applications, and provides basic network and infrastructure support. It also creates, tests, and deploys hardware images; manages Active Directory accounts; supports connectivity, including Wi-Fi; coordinates with application support teams and vendors; and assists with network troubleshooting and remediation. Additional work includes maintaining documentation and procedures, supporting office and conferencing equipment, managing technology inventory and e-waste, researching technology solutions, and ensuring required documentation meets quality and compliance requirements. The position is performed in person and requires some travel between FREE Network locations. The listed annual pay range is $70,000. FREE is an equal opportunity employer and provides reasonable accommodations for the position’s physical requirements when they do not cause undue hardship.

Requirements

Associate’s degree in computer science, information technology, or another related field.
At least five years of technical experience supporting end users in an office environment.
Excellent knowledge of PCs, desktop hardware, and internal components.
Strong understanding of Windows 10, Windows 11, and Office 365 administration.
Basic networking skills and ability.
Some knowledge of TCP/IP networking and related services, including DNS, SMTP, and DHCP.
Knowledge of Active Directory user and group concepts, management, and administration.
Ability to work in a team environment with flexibility, keep others informed, and anticipate needs.
Efficiency, organization, and excellent communication skills.
Time-management skills and ability to establish reasonable and attainable resolution deadlines.
Ability to prioritize and manage several milestones and projects efficiently.
Ability to learn and support new technology.
Valid driver’s license and ability to satisfy FREE’s criteria to be a driver.

Nice To Haves

Current certifications such as CompTIA A+, Microsoft MD-102: Endpoint Administrator, CompTIA Network+, or other related certifications.

Responsibilities

Analyze, diagnose, and resolve complex desktop problems for end users on site; recommend and implement corrective solutions, including off-site repair for remote users when required.
Provide technical assistance for Windows operating systems and workstation applications.
Provide basic network and infrastructure support, perform initial issue analysis, resolve issues, and escalate as needed.
Create, test, and deploy images for cloning various hardware platforms using industry-common tools and utilities.
Use Active Directory users and groups to create, maintain, and support accounts.
Oversee installation, configuration, and troubleshooting of printers, scanners, computers, and peripherals.
Manage e-waste and ensure safe disposal of technological items.
Work with application support teams to diagnose and remediate application issues.
Identify, deploy, and maintain connectivity options and serve as lead on Wi-Fi connectivity.
Assist the networking and infrastructure team with troubleshooting, support, and remediation of LAN, WLAN, WAN, and network equipment.
Monitor and resolve assigned support tickets, serve as an escalation point between business and IT, and coordinate with vendors to ensure effective support.
Maintain and update IT department standard operating procedures and documentation.
Support employees with audio/video conferencing and office equipment, including printers, copiers, scanners, and fax machines.
Perform hardware and software upgrades and research technology solutions to keep systems current and effective.
Participate in IT inventory and asset management.
Maintain positive working relationships with coworkers, management, departments, affiliated agencies, contractors, vendors, and other stakeholders.
Maintain knowledge of the IT industry to address ongoing demands for improvements to networks and services.
Complete and process required paper and electronic documentation promptly and in accordance with quality and compliance thresholds.
Communicate respectfully with all people, including those supported, supervisors, team members, and community members.
Comply with confidentiality policies, complete required safety training, follow safety policies, report unsafe conditions, and help prevent accidents and health or safety risks.
Coordinate, support, attend, and participate in required events, meetings, reviews, and committees, including those outside standard working hours.
Meet job requirements, remain compliant, and adhere to FREE’s ethical standards, Employee Handbook, Code of Conduct, and applicable laws and regulations.
Perform other related duties as assigned.